ms. marjukka ala-harja mof, finland, [email protected] 1 the quality criteria of public...
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Ms. Marjukka Ala-Harja MoF, Finland, [email protected]
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The Quality Criteria of Public Online Services
Mr. Juhani KorhonenCounsellor
Public Management DepartmentMinistry of Finance
EPAN eGovernment working group12 May 2005
Ms. Marjukka Ala-Harja MoF, Finland, [email protected]
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Quality development projects of public services since the beginning of 1990´s
Experiences of other countries in developing the quality of public online services, EU-competitions
The Action Plan of Public Online Services in 2002-2003• Proposal to develop quality criteria for online
services A co-operation project set by the MoF
(September 2003 - November 2004)• Working methods: work of a project group,
consultant, 3 brainstorming and testing groups (participants from ministries, public sector agencies, municipalities, civic organisations)
• Looking at the experiences of other countries (eg. The Netherlands, Denmark, Canada, UK)
Background for the Work on the Quality Criteria
Ms. Marjukka Ala-Harja MoF, Finland, [email protected]
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The work done so far
The Quality Criteria for public online services published in May 2004
The Quality Contest of public online services in Autumn 2004
A web-site has been set up (http://www.laatuaverkkoon.fi, http://www.kvalitetpawebben.fi)
• supports the work on quality of online services
• presents the quality criteria and the results of the contest and provides links to other quality development tools
Ms. Marjukka Ala-Harja MoF, Finland, [email protected]
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The Purpose of the Quality Criteria
1) To serve as a tool for the construction, development and evaluation of public online services
2) To serve as the evaluation criteria of the Quality Contest of Public Online Services 2004 to find examples of high-quality online services
3) To improve the quality of online services especially from the point-of-view of the user, to increase customer satisfaction and thereby the use of online services.
Ms. Marjukka Ala-Harja MoF, Finland, [email protected]
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Developing the Criteria
Organisational needs and benefits
User needs and benefits
Experiences of other countries
Traditional quality assessment frameworks
(eg. EFQM, CAF)
Usability analyses of online services
Quality Criteria
Standards (eg. WAI), national
recommendations and legislation
Ms. Marjukka Ala-Harja MoF, Finland, [email protected]
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The Challenge: Different Needs - One Set of Criteria
Online service producers, technical planners, web designers, service providers, information officers, information specialists, managers, lawyers etc...
Portals, information services, transaction services, simple and more complicated services…
Usage by different experts
Usage in different situations and phases
Different online services
Different evaluation perspectives
Planning the online service for the first time, developing the existing online service, evaluating a service in a contest...
Usability, accessibility, security, management, legislation, benefits, constructing the service, developing the processes
Quality criteria as an intersection of various
viewpoints and specialities
Ms. Marjukka Ala-Harja MoF, Finland, [email protected]
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Structure of the Evaluation Areas
Benefits
Use
Content
Management
Production
Evaluation of an online service from the viewpoint of the user by studying the online service
Evaluation of processes behind an online service and an evaluation of the benefits obtained
Ms. Marjukka Ala-Harja MoF, Finland, [email protected]
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Altogether 40 Quality Criteria
Use (14) Content (6)
Management (4) Production(11)
Benefits (5)
Accessibility
Ease of use
User-friendliness of structure and layout
Information content
Interactiveness
Link to organisational strategies & objectives
Organisation of service production
Evaluation of results
Construction of the service
User orientation
Content production, maintenance, monitoring and development
Ensuring security and functionality
Benefits to user of the online service
Benefits to organisation
Ms. Marjukka Ala-Harja MoF, Finland, [email protected]
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Example of a Criterion
Evaluation area (5)
Criterion (40)
Characteristics of a criterion (2-7/criterion)
Explanations, examples
1. Use
1.1 The public online service can be found easily.
1.1.1 The addresses of the public online service (the main address and other important addresses) are understandable and easy to guess.
Long and difficult addresses are often
derived from databases but they can also be easily simplified.
The addresses of Finnish-speaking public online services are in Finnish.
The fact that the most important addresses of the public online service remain the same in the new versions of the service also facilitates the guessing of the address.
Ms. Marjukka Ala-Harja MoF, Finland, [email protected]
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Evaluation Tool (Excel)
Evaluation area
Characteristicsand their grading
Criterion
Grading of the criterion
Explanations, examples
Ms. Marjukka Ala-Harja MoF, Finland, [email protected]
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Evaluation in a Group - A Learning Process for the Organisation
UseAccessibilityEasiness of useUser-friendliness of structure and lay-out
Information-security expert
Director
Content provider
Evaluation area
Evaluation (examples of evaluators)
Planner of the service
Management
ProductionConstruction of the serviceUser orientationContent provision, maintenance, monitoring and developmentEnsuring security and functionality
Benefits
Technical expert
Content
Information content Interactiveness
Ms. Marjukka Ala-Harja MoF, Finland, [email protected]
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The Quality Contest of Public Online Services in 2004
68 public online services as contestants • national and local services of different
sectors All the contestants completed a self
evaluation using the evaluation tool 20 trained evaluators assessed the online
services and also visited the organisations of the best contestants
A five-person jury of influential persons from public and private sector
The Prime Minister awarded the winners in November 2004
Ms. Marjukka Ala-Harja MoF, Finland, [email protected]
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Winners
Portal Series: Education portal Opintoluotsi (http://www.opintoluotsi.fi)
Individual Online Service Series: Local democracy service Avoin Espoo (“Open Espoo”) (http://www.espoo.fi/avoinespoo)
An honourable mention for the most innovative online service
• An application of the semantic web, museum portal MuseoSuomi (http://museosuomi.cs.helsinki.fi)
• The influence forum Vaikuttamo (http://www.vaikuttamo.net) of youngsters of the Hämeenlinna surroundings.
Ms. Marjukka Ala-Harja MoF, Finland, [email protected]
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Quality Contest Findings on Best Online Services
The work done on improving the production and management of the service is clearly experienced by the end-user as a good and user friendly online service• Integrating the users on constructing the
service - it shows!• A good online service does not emerge by
unintentionally – a lot of work is needed Customer feedback is responded quickly
and appropriately
Ms. Marjukka Ala-Harja MoF, Finland, [email protected]
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Quality Contest Findings: - Areas for further work
Insufficient marketing of the services• Excellent online services and contents, which
have not been been properly found by users. Problems in marketing: money and attitudes.
Work to be done on interactivity• Most of the services still provide only
information Benefits to be assessed
• Benefits of online services are identified but not measured or evaluated
• User satisfaction is being measured but not user benefits
• Even if the organisational benefits can be easily measured in euros that is not often done
Ms. Marjukka Ala-Harja MoF, Finland, [email protected]
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In the future
Developing the website Laatuaverkkoon.fi: more detailed information of applicable legislation, information of best practices (eg. best alt-texts) etc.
New contests within few years The national portal team (www.suomi
.fi) has taken the responsibility of promoting the quality of public online services and developing the evaluation tools
Ms. Marjukka Ala-Harja MoF, Finland, [email protected]
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Further information: www.laatuaverkkoon.fi (Quality Criteria
also in English), www.kvalitetpawebben.fi e-mail:
• [email protected],• [email protected], • [email protected], • [email protected]
Thank you for your attention!